The Patient Responsibility Accounts Receivable Representative resolves patient healthcare accounts by negotiating payment with patients/guarantors while meeting or exceeding performance and quality objectives. This position is responsible for completing daily account related functions in an efficient and timely manner to accelerate the patient-to-payment process.
Through both inbound and outbound calls leveraging an auto-dialer, negotiate payment with patients/guarantors by reviewing prior account payment history.
Meet or exceed performance objectives including account resolution, collections and quality assurance goals.
Maintain accurate documentation of patient/guarantor encounters.
Identify trends, determine root cause for discrepancies and provide feedback
Interact with client and internal departments to ensure proper account handling
Assists team with escalated customer and client issues, coaches and trains other team members as needed, and is a subject matter expert.
Support Leadership with analyzing patient account data to drive client satisfaction and business results.
Act as backup in creating, reviewing and providing client reports, as needed
Execute appropriate procedures for follow-up on third party approvals, billing, and collection of overdue accounts.
Develop and maintain knowledge of patient access services and the overall effect on the revenue cycle.
Develop and maintain knowledge of commercial and government insurance plans (Medicaid and Medicare), payer networks, government resources, and medical terminology.
Supports nThrives Compliance Program by adhering to policies and procedures pertaining to HIPAA and FCRA.
Perform routine tasks or repetitious tasks with care and attention
Answer incoming patient or client call/email requests and handle in a prompt, courteous and professional manner
Other duties as assigned or requested by Supervisory or Managerial personnel such as acting as back up in other departments.
High school diploma or GED.
At least 3 years of experience in a call center environment or similar role within the healthcare revenue cycle touching patient accounts.
At least 3 years of experience working in a role with a high volume of either inbound or outbound calls.
Demonstrated ability to handle escalated calls.
Demonstrated capability to support/train/mentor other team members and viewed as a subject matter expert.
Experience in a role that requires accessing multiple databases simultaneously or managing multiple open screens to gather information to discuss with a customer.
Experience with customer interactions that require live, accurate documentation of the encounter.
Demonstrated ability to meet performance objectives.
Demonstrated advanced capability to produce reports, utilizing Excel, SharePoint and Internet Explorer.
Demonstrated success working both individually and in a team environment.
Demonstrated experience communicating effectively with a customer and simplifying complex information.
Must be available to work second shift between the hours of 10AM ET and 9PM ET.
Bilingual in English and Spanish.
Experience with performance metrics and goals.
Experience with dual monitoring systems.
Experience with utilizing a dialer system.
Experience in a performance based commission structure.
Experience working in a role with a high volume of both inbound and outbound calls.
Be Inspired. Ignite Change. Transform Health Care.
From Patient-to-Payment SM , nThrive provides all the technology, advisory expertise, services, analytics and education programs health care organizations need to thrive in the communities they serve. Our colleagues share a united passion to help health care organizations strengthen their financial position, which translates to accessible, quality care for all. This passion fuels our drive to innovate and participate in community outreach through the nThrive CARES program. Our colleagues are encouraged to think differently and empowered to make a lasting impact that ensures our health care providers, and our world, are healthy and productive.
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.